Product and Application Support Specialist

Title: Product Support Specialist
Location: New York NY(Hybrid Role 2 Days in Office)


Duration: Full Time

Skills: Production Support, Application Support, SaaS, SQL

MUST HAVE:


Product and Application Support


SQL querying skills (like select statements and joins)


Ability to handle production issues and fix code


Candidates need to be some level of technical and be polished in providing customer support.


Communication, showing initiative, and goals are the most important for this team.

JOB DESCRIPTION:

• Client is seeking an articulate, meticulous Product Support Specialist who understands basic SQL and possesses an affinity for working with data and external clients.
• The Product Support Specialist will work in a hybrid capacity out of our NYC office.
• You'll interact with clients and assess the issues they may have including the installation of our data.
• You'll work alongside a team of creative and intelligent individuals, collaborating daily across departments including Data QA and Sales. We're small, nimble, casual (no suits - shoes optional), and passionate about our mission and the projects we create.
• We take the long view, emphasizing quality over expediency in all we do.

RESPONSIBILITIES:

• Serve as clients' primary point of contact for product/data issues
• Use a ticketing system to prioritize and handle client requests
• Interact directly with end users via email and occasionally over the phone
• Use SQL to research and troubleshoot issues presented by clients and/or internal QA processes
• Ensure resolutions are reached within 24 hours, escalating complex data issues to second level support as needed
• Develop and continuously update knowledge management articles
• Expand your knowledge of SQL, working with large data sets, and options

QUALIFICATIONS:

• Bachelor's degree
• 1 - 2 years of experience with product, SaaS, or application support
• 1 - 2 years of experience assisting external clients with troubleshooting technical issues related to the company's product
• 0 - 2 years of experience with SQL
• An understanding of basic networking concepts
• Interest in working with technology. Database knowledge/understanding is a plus.
• Ability to thoroughly troubleshoot and articulate issues to client
• Special attention to detail and a willingness to document changes when necessary
• Ability to work well with others